Refund policy

Refund & Returns Policy

We have a 14-day change-of-mind return policy, which means you have 14 days after receiving your item to request an eligible return.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unused, unworn, unopened where applicable, with tags attached and in its original packaging. You’ll also need your receipt or proof of purchase.

To start a return, please contact us at support@littlepawsmarket.shop

If your return is accepted, we’ll provide instructions on how and where to send your item.

Please do not send your item back to the address shown on the original parcel. Our products may be fulfilled from different warehouses, so the correct return address will be provided once your return has been approved.

Items returned without first requesting and receiving return approval may not be accepted.

For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed.

You can contact us with any return questions at support@littlepawsmarket.shop

Damages, Faults and Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, incomplete or if you receive the wrong product.

Please include your order number and clear photographs of the item and packaging. In some cases, we may also request a short video showing the fault.

We will assess the issue and arrange an appropriate remedy, which may include a replacement, repair, replacement part, refund or other remedy as required.

Your rights for faulty, damaged, incorrectly supplied or incorrectly described products are separate from our 14-day change-of-mind policy and are protected by the Australian Consumer Law.

Exceptions / Non-Returnable Items

Certain items cannot be returned for change of mind, particularly where hygiene, health or safety considerations apply.

This may include:

Pet food, treats and other perishable goods
Opened grooming or hygiene products
Pet health and wellness products
Used pet bedding
Items that have been worn or used by a pet
Personalised or customised products
Clearance or final-sale items where clearly identified
Gift cards

Some products may also have specific supplier return conditions. Please contact us if you have questions about whether your item is eligible for return.

This does not affect your rights under Australian Consumer Law where an item is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Change-of-Mind Returns

Approved change-of-mind returns must be returned unused, unopened where applicable and in their original packaging.

Customers are responsible for the cost of return postage for change-of-mind returns.

Original shipping charges are generally non-refundable for change-of-mind returns.

We recommend using a tracked postal or courier service, as we cannot be responsible for returned items that are lost in transit.

Exchanges

We generally do not process direct exchanges because products may be fulfilled from different warehouses.

The simplest way to exchange an eligible item is to return the original item. Once the return and refund have been approved, you can place a new order for the replacement product.

If an item is faulty, damaged or incorrectly supplied, please contact us before placing another order so we can arrange the appropriate solution.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible.

Orders may be automatically sent to our fulfilment partners shortly after being placed, so we cannot guarantee that an order can be cancelled or changed once processing has begun.

If your order has already been dispatched, it will need to follow the applicable returns process.

European Union 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days without providing a reason, subject to applicable consumer protection laws.

Returned goods must generally be in the same condition in which they were received, unused or unworn, with tags and in their original packaging. Proof of purchase will also be required.

Refunds

We will notify you once we have received and assessed your approved return and let you know whether your refund has been approved.

If approved, the refund will be issued automatically to your original payment method.

Please allow up to 10 business days for the refund to be processed after approval. Your bank or credit card provider may take additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@littlepawsmarket.shop